Job Title: QA Associate, Operations – Pgh
Location: Pittsburgh, Pennsylvania (Hybrid)
Job Summary: We are seeking a detail-oriented professional to support quality assurance activities across operations by evaluating completed work against SOPs, business rules, and related program documentation. This position plays an important part in strengthening accuracy, supporting coaching efforts, and helping maintain consistent service quality across the team.
Responsibilities:
- Review completed work against SOPs, WINs, business rules, and related program documents to assess adherence to expectations.
- Document quality assurance evaluation results across operational products and services, including benefit verification cases, patient assistance cases, software support interactions, and inbound calls.
- Provide peer-to-peer coaching to Operations agents on areas for improvement identified through evaluations and support training efforts when needed.
- Participate in calibration meetings, escalate critical quality issues to senior management, and assist with data analysis and other QA-related duties as assigned.
Required:
- High school education or relevant experience.
- 1–3 years of experience as a Case Manager, Benefit Verification Specialist, Contact Center agent, or in a similar role, or 1–3 years of prior quality control experience.
- Health care experience is required, specifically in claim processing, contact center work, benefit verification, or a similar industry.
- Moderate Excel ability, technical writing experience, typing skills, and PowerPoint ability are required.
- Solid working knowledge of quality-oriented services, including accuracy management, performance metrics, customer experience/satisfaction, healthcare benefits, and SOP execution.
- Required skills include quality assurance evaluation, benefit verification, patient assistance, software support, and inbound call handling.
About SSI People: With over 26 years of industry experience, SSi People has built its reputation and expertise on putting people first. Everything we do works toward delivering exceptional experience for our consultants, our clients, and our internal team. Through a genuine commitment to people in everything we do. We have developed refined processes and a stellar internal team to deliver talent quickly. More importantly, we focus on building long-term relationships, not transactions. Putting people first is just what we do well.
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